Performance and User Satisfaction Analysis of Kerobokan Village’s SIPANDU Using IT Balanced Scorecard and EUCS

Abstract

Information technology advancements push government agencies to utilise information systems to improve public services. Kerobokan Regional Office has utilised the Complaint Management Information System (SIPANDU) to manage citizen complaints digitally. However, a comprehensive evaluation aligning operational technical performance, organisational contribution, future readiness, and the psychological satisfaction of users has not been conducted. This study evaluates SIPANDU's overall performance and user satisfaction using the integration of the IT Balanced Scorecard (IT BSC) as a macro evaluation framework and End User Computing Satisfaction (EUCS) as a micro instrument focused on the user orientation perspective. This mixed-methods study involved 15 internal end users (village head, secretary, section heads, and neighbourhood heads) selected through saturated sampling. EUCS measures satisfaction based on content, accuracy, format, ease of use, and timeliness. The evaluation results show SIPANDU's performance is highly satisfactory across all IT BSC perspectives with an overall score of 0.918 (91.8%). Corporate Contribution scored 0.900, User Orientation scored 0.964, Operational Excellence scored 0.892, and Future Orientation scored 0.908. User satisfaction measured by EUCS is also very high, averaging 4.82 out of 5. Despite the excellent results, the integration of IT BSC and EUCS revealed gaps primarily in operational excellence and timeliness. Priorities for improvement and the strategic roadmap developed include enhancing system reliability, optimising server performance, and implementing real-time notification features for complaint status updates.